"Worst yet most expensive premium support"

We've been with EY for more than 10 years and watched as service declined and prices went up significantly with very little warning. The last straw for us was when we signed up for Premium Support with the promise that they will handle our app upgrade yet 6 months later, there was nothing to show. They then stopped answering emails and attending meetings with no warning. We finally invested some time to move away and can't be happier with the choice.

EY refuse to refund the money we spent on Premium Support despite it being clear we were not given what we signed up for or were promised. Be warned!

"Inadequate support to deal with outages"

We experienced a complete outage of our Rails application and then I discovered that their support has been replaced by an AI bot called ATLAS that parrots back what you ask it. Despite us paying for premium support, it took over 20 hours for the Engine Yard service to be brought back online, by which time we had already migrated to Heroku! So it was faster to leave Engine Yard and migrate a complex system than to get help. I have never experienced so much stress in my life. I joined Engine yard in August 2015, but since then something has gone very very wrong with Engine Yard, resulting a spectacular failure of their service and ultimately a failure for our business and our customers. It seems they are no longer able to provide a basic service and I urge anyone considering/continuing to work with Engine Yard to avoid them at all costs.